Monitor On Duty

Job Description/Requirements

Helpware is a technology-driven American company with offices in the USA, Poland, Germany, Albania, Georgia, Ukraine, Mexico, Philippines, and Uganda, providing Customer Experience & Operational Support services for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class value-adding solutions to our partners by leveraging our empowered teams, innovative solutions, and technologies.

As a Monitor on Duty (MOD) within the Workforce Management team on the Vinted project, you will play a key role in ensuring real-time operational efficiency and schedule integrity. You will be responsible for managing agent schedules, monitoring queue performance, and coordinating with internal and external stakeholders to maintain workforce alignment.

Key Responsibilities

Schedule Management & Adjustments:

• Create and maintain agent schedules in alignment with forecasted demand and agents preferences.
• Coordinate with Team Leads and Trainers to allocate time slots for training, meetings, side tasks, and other planned activities.
• Adjust schedules in real time, including lunch breaks, shift changes, and other ad hoc updates to ensure optimal coverage.
• Review and approve agent time-off requests in accordance with staffing needs and policy guidelines.
  
  

• Monitor live queue performance and agent occupancy across channels.
• Implement immediate actions, agreed with the client, to stabilize workload distribution and maintain service levels.
• Communicate with relevant departments to escalate or resolve service-impacting issues.
  
  

• Maintain documentation required for external billing and internal payroll processes, ensuring accuracy and timely submission.
• Identify and implement opportunities for process optimization and automation within the WFM function and across the project.
• Act as a communication bridge between WFM, operational management, and client representatives, providing timely updates and escalating critical issues when necessary.
  
  

• Previous experience in Workforce Management or real-time operations is preferred.
• Strong analytical and problem-solving skills.
• Excellent communication and coordination abilities.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.
• Familiarity with Google Sheets and Microsoft Excel; ability to work with formulas, pivot tables, and data visualization is a plus.
  
  

• Full remote work (with the option to visit our offices in Poland, Georgia and Ukraine)
• Competitive compensation
• Medical insurance after the trial period
• Corporate training